AccountId: 011433970860
ContactId: 5cc6d787-8751-4096-9100-a45e83b4ce85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156970 ms
Total Talk Time (AGENT): 58970 ms
Total Talk Time (CUSTOMER): 59042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/5cc6d787-8751-4096-9100-a45e83b4ce85_20250508T21:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from an outpatient center. Um,
[CUSTOMER][NEUTRAL] I just wanted to call to see if one of the patients, um, American Public Life Insurance was active.
[AGENT][NEUTRAL] OK, yeah, I can check to see if that policy is still active. Um, what was your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A good call back number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02489061
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] I have here um [PII] spelled [PII]
[AGENT][NEUTRAL] OK, do you have that date of birth?
[CUSTOMER][NEUTRAL] Her date of birth would be [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of that. Uh, so this policy did terminate [PII]. If you'll give me one moment, I'll see if they have one that's active, it might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so they do have one that is currently active, uh, let me know when you're ready and I'll give you that updated policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 02.
[AGENT][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9505.
[CUSTOMER][NEUTRAL] 9505. OK, I have it here.
[AGENT][NEUTRAL] Yes, and this one's effective date was uh [PII].
[CUSTOMER][POSITIVE] OK. All righty.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that'll be OK.
[AGENT][POSITIVE] All right well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.